USAA Insurance

Unpleasant Experience with Customer Service Agent 4V682

I recently had an interaction with Customer Service Agent 4V682 that was far from satisfactory. The entire call took a lengthy 01:08:34, which was largely due to the fact that the agent was speaking in an unnecessarily slow manner.

My main issue, however, was not just with the pace of the conversation. It was the agent's apparent lack of interest in understanding and responding to my concerns that truly frustrated me. Instead of actively listening and trying to resolve the issue at hand, the agent chose to disregard my concerns, making me feel unheard and belittled.

Moreover, the conversation took a turn for the worse when it escalated to a point where I felt bullied. The agent's attitude was overbearing and intimidating, making me feel powerless and frustrated. This behavior is not acceptable in any circumstance, especially not in a customer service setting where the key goal should be to help and support the customer.

This was, without a doubt, one of the most stressful and frustrating experiences I have ever had with a customer service agent. The entire interaction was filled with tension and negativity from the beginning.

I kindly request that the management team review the call with Agent 4V682. It's crucial to ensure that this kind of behavior is not repeated in future customer interactions. It's not an overstatement to say that such a stressful experience could potentially provoke serious health issues, such as a heart attack, in some individuals.

In conclusion, I hope that my feedback will be taken into serious consideration and that appropriate action will be taken to rectify this situation and prevent similar incidents in the future.

No star for USAA. USAA abused from their power, neglect phone calls, make decisions without a police report, never return phone calls, have no empathy, unprofessional, they do not explain things well, lack of ethics. If my insurance is going to treat people like this, I will switch insurance immediately.
It has been a month and they are refusing to speak to me to process my claim. I have been calling the adjuster Hannah weekly but she has been neglecting my phone calls. I am a single Mother and I need my car to get fix so I can go to work and take my kid to school. Why is this no a priority for this insurance?

A USAA policy holder damaged my two vehicles on May 5th, 2023, and I filed a claim that day. I was told I would be provided a rental vehicle for the time one of the two damaged vehicles was in for repair. That's it, the full agreement.
USAA stopped paying for the rental vehicle 12 days before the damaged vehicle repairs were completed. I returned the rental car promptly upon picking up my vehicle on July 12th. USAA told the rental car company they would stop payment, but they never told me. They stopped payment on July 1st. They led me to believe all was okay, and I continued to drive the rental vehicle but it ended up saddling me with a balance to be paid of $354.33. That has caused other troubles for me. With my credit card company, and with the holding company for the rental car company.
I've contacted USAA numerous times by phone and e mail to get them to pay, but they ignore me. Finally they answered and refused to pay that $354.33 balance for the rental car for 12 days of use while my vehicle was still being repaired. I was not aware they stopped payment early before my vehicle repairs were completed and the vehicle was still being worked on. That's simply unacceptable.

I would actually give no stars ! I never have had such a bad experience in my 34 years of membership! Starting with being told I would have to wait 24 hrs for my car to be towed after hitting a pothole in a terrible rainstorm.
I called my own. Now there’s no appraiser.so I had to send my own pics and they’re no good. My car is now done and no estimate from USAA !!

I was a USAA auto and homeowner’s policy holder for over 20 years. In that time, I had a grand total of three claims, two windshield replacements on my truck, and one roof replacement on my home in 2016 due to hail damage. However, that claim was deemed a catastrophic claim (many homes in the area had damage) so it was not supposed to raise anyone’s premiums.
Yet my premiums did go up, especially in the past few years, and this year, premium increases amounted to $140 per month for both policies combined. A price that my wife and I could no longer afford. Keep in mind, no accidents, no tickets, no claims, yet skyrocketing premiums. It didn’t make sense to me, so I called USAA to ask why.
The person with whom I spoke told me that costs for repairs were going up, so premiums had to go up as well to ensure there was enough money in the “pool.” However, in my auto policy, when you take my premium from $190 to $264 in one year, that represents a 39% increase, and I know costs for repairs haven’t gone up that much.
Further, I had no claims, so in essence, my rates were going up so USAA had enough in their “pool” to pay other people’s claims. If you need to raise premiums so high, much of that increase should come from the people who are generating claims, not those who are not.
I told the agent that my wife and I are retirees and live on a fixed income, and I was told that perhaps I should go back to work. A reply that was callous in a normal situation, but even more so because I was forced to retire with an illness that is most often fatal. In her defense she obviously didn’t know that, but it just goes to show you that not everything that pops in your head should come out of your mouth. You never know what someone else may be going through.
But that is not the focus of this review.
In June of 2023, there was a hailstorm in our area. I am a local, so I am used to hail, and have a pretty good idea when one is bad enough to warrant a look see for damage. In my opinion, this one did not rise to that level, so I wasn’t worried.
However, I received a text from USAA telling me that I may want to get my roof checked. So, I thought, OK, maybe I should, so I told them to check it.
Two weeks later I got a call from someone in Florida (I live in Colorado), telling me they were swamped with requests for inspections, and it would be some time before they could look at my roof. But then he told me that if they do look at my roof, since USAA would have to pay someone to inspect it, that would be a claim, and my premiums would go up.
Well, I was already stretched to the limit on that, so I told him not to inspect my roof.
I had it inspected by a private contractor, and as I suspected, there was no damage.
I was very put off by this “text warning” scenario. If you send me a text telling me I should get my roof checked, then I find out that if I do so, my rates will go up, it is an unavoidable conclusion that the main purpose of that text was not to help me, but to give USAA an excuse to raise my premium.
After all, insurance boils down to one thing, take in more premiums than you pay out in claims. I understand the need to sometimes raise premiums, but a company, especially a company such as USAA, shouldn’t ARTIFICIALLY inflate those premiums.
So, based on all of that, I decided to switch companies instead of paying the extra $140 per month, and I chose State Farm. Between the policies for my two vehicles and my home, I saved $300 PER MONTH! The coverage was similar, the only difference was my deductible on my auto went from $200 to $250, and my deductible on my homeowner’s went from $500 to $1500. That’s a big jump in deductible for the home, but keep in mind, I was saving $210 per month in premium on homeowners alone, so even if I had a claim every year, I would still come out ahead. But the average in the insurance industry is a homeowners claim every 12 years, so if that holds true, over that 12-year period I would save $28,740 with State Farm versus USAA, even with the higher deductible. Plus, I’d rather pay for what does happen (deductible) than what might happen (Higher premium), so I was very happy.
Unfortunately, shortly after switching, State Farm informed me that I was going to lose a discount I received on my homeowners($100/year) because USAA had reported my response to their text as a claim with Lexis Nexis. Keep in mind, there was no claim. They did not even inspect my home, yet they reported my inquiry as a claim, and even labeled it as wind damage, not hail, which was an obvious and blatant error.
I spent about 5 hours on the phone and writing emails with USAA over the next two weeks trying to get this removed. I was repeatedly told that only a manager could handle something such as that, yet every time I got that far, every manager was either conveniently in a meeting (every single manager?), or unavailable to speak with me.
What good is having a manager if all the first line people are taught to do is act as a gatekeeper, and to limit the contact managers have with the customer?
On three separate occasions, I left my contact information with these gatekeepers and was told a manager would call back to assist me, but sadly that never happened.
I was repeatedly told that removing the incorrect listing on Lexis Nexis was not as simple as just pushing a button, a claim I find to be disingenuous, at best. If you could place it on my record with the push of a button, why can’t you remove it the same way?
I did manage to get a letter from a non-manager, acknowledging that this was entirely USAA’s fault, and that there was no claim, no indemnity whatsoever, and placing it on Lexis Nexis as a claim was done in error.
Unfortunately, State Farm’s underwriters cannot simply accept a letter, they need it removed from Lexis to reinstate my discount.
Finally, I decided that the discount I was losing was not worth continuing to beat my head against the wall trying to get USAA to fix their error and decided to just move on. But my agent at State Farm told me if I don’t get the erroneous claim removed, if I do have a claim with State Farm, it would be my second claim, not my first, and my rates with them would go up.
So, I decided to send an email to the CEO of USAA, Wayne Peacock. I knew he’d never see it, but I figured his executive team would at least refer me to a corporate problem solver, and I could cut through the gatekeeper nonsense that I was experiencing, and maybe find someone who could help me that wasn’t “in a meeting.”
I received a reply the next day telling me that my concern was forwarded to a customer advocate and that they would be contacting me soon to resolve my issue.
I was thrilled, right up until this problem solver emailed me and, in the email, he told me he was looking into my AUTO POLICY issue!?
If you’ve read this far, you know my issue had nothing to do with my auto coverage.
Right at that moment I decided to file a complaint against USAA with DORA, and with the BBB, as well as writing down my experience with USAA on these review sites.
Please understand, this review is not meant to be vindictive, but predictive.
If this happened to me, it could happen to you as well, and warning other consumers about bad experiences, or describing good ones to encourage you to patronize those who provide good service, should be the purpose of these review sites, not just venting.
USAA claims to be there to assist military members and their families and refers to us as “members.”
In this series of events, that was decidedly not my experience. I was treated as nothing more than a premium, and the whole text warning thing could be perceived as an attempt by USAA to artificially inflate premiums. So, based on this episode, it seems to me that the things you see on USAA commercials are just empty slogans created by an ad agency and bear no resemblance to their actual business practices.
Caveat emptor.

Usaa is will only freeze up your money and create financial hardships for you. I would suggest banking anywhere else. Their customer service is not only cruel and impossible to get anything fixed through, but incredibly rude and insulting. I have spent almost 20 hours across 6 days calling trying to get a duplicate charge and frozen employer deposit fixed and no one could tell me why it's withheld, nor could they fix it. Resulting in me waiting additional weeks to get my paycheck.

About a month ago there was an attempted auto theft of my car and my car sat in a garage for over a month. It was forgotten about for weeks. It was impossible to find someone who knew how to help me because they lost track of where my car was located. Luckily I got in contact with James who was very responsive and got my car to a shop to get fixed. Overall I was very disappointed in the overall service of my vehicle.

have been a USAA member since 1959 and always satisfied in the past. In l2023 enrollment for RX coverage spoke with USAA person who praised the benefits of WellcareRX insurance. He was misleading like a used car salesman.
ITS BEEN A DISASTER. DEALING WITH WellcareRX.
no formulary available to see before committing to a plan. (like shooting in the dark.) many prescriptions of long time generic meds are tier 4(the most expensive$$$)
Their customer service reps speak little to no English.
email from USAA came today about enrollment in part4.for 2024 After 63 years of membership, I no longer trust USAA. They must be getting a large commission from Wellcare for pitching such inferior plans. BEWARE .

Absolute joke of a company. They take my money without any issue at the 1st of the month for the last 14 years, but when it comes time to pay me it’s be 46 days sense my car was stolen and I have received 0 dollars. Not to mention they only covered me for a rental for 2 weeks. Everytime I call it’s the same thing they point the finger at someone else. I pay you to insure my vehicle, therefore you pay me when it was stolen, I don’t care about the issues you are having getting answers because that’s not my problem. Where is my money. I wouldn’t recommend this company to anyone. I will do my best to remove all my accounts from these tyrants.